UNIVERSITY OF OTAGO
Te Whare Wananga o Otago
Desktop Support Specialist
SCHOOL & DIVISION:
Information Technology Services
1. PRIME FUNCTION
To provide desktop IT support and advice to departments, staff and students of the University.
2. MAIN OBJECTIVES
Respond to desktop IT support requests (hardware and software - enquiries, problems,
faults, purchase and set up, service roll out, etc.) and ensure that they are resolved to the
Advise on and support the use of ITS services.
Identify and participate in the improvement/development of services provided by ITS to
ensure they meet
3. KEY TASKS
Responding to desktop IT support requests:
Respond to and resolve desktop support requests in accordance with ITS service
Troubleshoot, record and escalate support requests not able to be resolved by self/team to
the appropriate area.
Work and communicate with customers to ensure the resolution of their support requests
are achieved within ITS service standards.
Work with customers in regard to their IT needs including the purchase of hardware and
Advise Desktop Support manager in a timely manner of any issues.
Advising on and supporting the use of ITS services to meet department IT needs:
Work with relevant ITS technical subject matter experts and support teams to understand,
support and improve the services provided by ITS.
Work with customers to communicate, advise on and support the use of ITS services to
meet their needs.
Maintaining and improving services, resources, tools, skills and knowledge:
Work with relevant ITS staff to develop and maintain service and support information
(e.g., self-service FAQs, Service Desk troubleshooting procedures, etc.).
improvement/development feedback to ITS.
Participate in project work as required.
Attend and participate in induction, training and professional development programmes to
maintain knowledge and skills.
Share knowledge and skills with colleagues and peers.
Contribute to and participate in service improvement opportunities.
The following tasks and behaviours are expected of all staff within ITS:
All staff are accountable for documentation of systems on which they work and can be required to
document solutions and fixes.
Health and Safety:
All staff are to carry out activities in a safe manner with full regard to the health and safety of
themselves and their co-workers, and Health and Safety legislation. Any hazards (or unsafe
behaviour by staff, contractors or visitors) should be reported to Management. All staff may be
required to undertake Health and Safety training.
All staff are responsible for ensuring excellent customer service to customers within ITS and within
the wider university. This includes responding to Service Desk calls and proactively identifying
solutions of benefit to the University community.
All staff have an accountability for the successful development of their team which includes team
building activities and any specific training which may be directed.
Directly responsible to:
Desktop Support (Central) Manager
Functional relationships with:
5. BUDGETARY RESPONSIBILITY
6. EXPECTED OUTCOMES
Customers are highly satisfied with their experience of dealing with ITS Desktop Support.
ITS’ service standards are met.
Effective working relationships with customers and colleagues are established and
Service Desk calls assigned to self are responded to in accordance with ITS service standards.
Accurate, consistent and appropriate technical and service information is delivered in a
customer centric manner.
Administration and record keeping tasks are completed effectively and efficiently.
Project outcomes are achieved.
Effective contribution to service improvement initiatives.
Training and development outcomes are achieved.
Compliance with all relevant University and external policies and procedures.
7. PERSON SPECIFICATION
A relevant tertiary (3 year) qualification.
Professional and Technical Skills/Experience:
A proven track record of working successfully in a desktop IT support role for at least four
A successful record of delivering high quality desktop IT support in a large, complex and
busy environment for at least two years.
Demonstrable high levels of knowledge, expertise and experience with the desktop operating
systems and application software used at the University.
Demonstrated ability to undeand rstawork
services/solutions that meet theirs
and the Univerneeds.
Excellent communication skills (written and oral) with the ability to adapt content, style, tone
and medium of communication to suit the target audience’s language, cultural background
and level of understanding.
able to write in a welcoming, informative, and non-technical style. Previous
experience in writing successful customer-focused information is advantageous.
Demonstrated ability to work in a methodical and organised manner, with a keen attention to
detail and accuracy.
Demonstrated ability to work successfully individually and in a team
teamwork to achieve team goals.
The ability to develop and maintain a professional network of colleagues and customers.
The ability to identify, troubleshoot and solve problems.
Demonstrated initiative in seeking ways to achieve greater results or add value.
The ability to establish appropriate priorities, work effectively in a busy environment with
competing demands and operate under pressure when required in order to meet agreed
Conscientious, reliable and trustworthy.